New

Director, Experience & Relationship Management for Community Connect

Corewell Health
United States, Michigan, Grand Rapids
Mar 26, 2025
Job Summary The Director, Experience & Relationship Management leads change management and customer experience strategies for the Community Connect program, ensuring seamless adoption of Epic and related digital services. This role strengthens customer relationships, enhances onboarding, and integrates training, communication, and readiness strategies. They drive persona development, feedback loops, and action planning to optimize customer engagement. Additionally, they oversee a diverse team, manage budgets, and foster innovation to improve service delivery. This position ensures strategic alignment between technology advancements and the unique needs of Community Connect partners, driving a superior experience across the program. The director is responsible for the development and delivery of digital services change management and experience strategies. Under their oversight the end user team identifies and closes gaps that may exist between technological advancements and business readiness to adopt and receive changes.This role is accountable for the strategic oversight of the end user experience across devices, applications, and services across the entire enterprise. Additional attention will be required to mature the interconnectedness between relationship management, problem management, and EUX outcomes, ultimately amplifying the voice of the customer. This role will also be responsible for persona development and end user experience accountability, helping DS teams understand and empathize with the individual needs of the communities we serve. This role will also focus on increasing value and accountability in our end user feedback loops, driving action planning across DS leadership teams for the system. This director will also be responsible for managing the DS change management (training and change readiness activities) and communication portfolios within project prioritization strategic planning. They will continue to look for ways to enhance change management and communication support for enterprise DS initiatives to increase change adoption and appetite for change across the enterprise. Essential Functions Plans, organizes, and directs the implementation and management of one or more components of the end-user experience on behalf of digital services. This may include organizational Change Management, communications, experience, and relationship management. Responsible for the cultivation of top talent, as well as their hiring, management and succession within the organization. Selects, trains, develops and evaluates team members and initiates personnel actions in accordance with policies and organization philosophy. Maintains a diverse and inclusive team environment that produces unity, enabling strong relationships with customers and other collaborating roles. Develops, implements and maintains the expense and capital budget assigned to the area(s) of responsibility. Creates an environment that stimulates innovation and learning. Qualifications Required Bachelor's Degree or equivalent In related field Preferred Master's Degree MHSA, MPH, MBA or related field 10 years of relevant experience In the field of digital services, information technology or other related discipline Required 5 years of relevant experience In people/project/technical leadership Preferred Physical Demands Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs Waist to Waist > 5 lbs: Seldom up to 10 lbs Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs Waist to Overhead > 5 lbs: Seldom up to 10 lbs Bilateral Carry > 5 lbs: Seldom up to 10 lbs Unilateral Carry > 5 lbs: Seldom up to 10 lbs Pushing Force > 5 lbs: Seldom up to 10 lbs Pulling Force > 5 lbs: Seldom up to 10 lbs Sitting: Frequently Standing: Occasionally Walking: Occasionally Forward Bend - Standing: Seldom Forward Bend - Sitting: Occasionally Trunk Rotation - Standing: Seldom Trunk Rotation - Sitting: Occasionally Reach - Above Shoulder: Seldom Reach - at Shoulder or Below: Seldom Handling: Occasionally Forceful Grip > 5 lbs: Seldom Forceful Pinch > 2 lbs: Seldom Finger/Hand Dexterity: Frequently How Corewell Health cares for you Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here. On-demand pay program powered by Payactiv Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! Optional identity theft protection, home and auto insurance, pet insurance Traditional and Roth retirement options with service contribution and match savings Eligibility for benefits is determined by employment type and status Primary Location SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids Department Name Community Connect - Physician Services Support Employment Type Full time Shift Day (United States of America) Weekly Scheduled Hours 40 Hours of Work 8am - 5pm Days Worked Monday to Friday Weekend Frequency N/A CURRENT COREWELL HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only. Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team. You may request assistance in completing the application process by calling 616.486.7447.